Customer Success Manager

This is a remote position.

Beware of fake job offers impersonating Profitroom! Read more here: https://www.profitroom.com/fraud-alert

Profitroom- Empowering hotels directly

We are now looking for a Customer Success Manager to support our growing customer base in the UK and Nordics. In this role, you will use your hospitality experience and consulting skills to help our clients adopt Profitroom’s products, educate them on best practices, and advise on strategies to achieve what we do best – generate simply more bookings and maximise revenue.

Daily activities

• Serve as the lead point of contact for all customer account management matters.
  
• Build and maintain strong, long-lasting client relationships.
  
• Support assigned hotel clients and other accommodation providers to maximise their direct revenue potential through Profitroom tools, products, and services.
  
• Negotiate contracts and close agreements to maximise profits.
  
• Understand clients’ needs and business practices, guiding them towards Profitroom solutions that optimise revenue performance and unlock upsell opportunities.
  
• Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors.
  
• Ensure the timely and successful delivery of our solutions based on customer needs and objectives.
  
• Communicate clearly the progress of monthly and quarterly initiatives to internal and external stakeholders.
  
• Develop new business with existing clients and identify opportunities for improvement to meet sales goals.
  
• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts).
  
• Prepare regular reports on account status.
  
• Collaborate with the sales team to identify and grow opportunities within the UK and Nordics.
  
• Assist with challenging client requests or escalations as needed.
  
• Gather feedback from clients and share technical/development input via Profitroom’s Idea Bank.
  
• Work with internal development teams to prioritise revenue-generating market needs.
  
• Drive market-wide initiatives to strengthen Profitroom’s position as a leader, e.g. webinars, articles, and customer success stories.
  
• Define revenue objectives for group clients and build/execute growth plans.
  
• Join onboarding meetings for group clients to understand technical requirements pre- and post-onboarding.
  
• Liaise with business analysts and product owners on technical needs, managing expectations and building cases for regional/global development.

Requirements

• Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager, or a similar role.
  
• Demonstrated ability to communicate, present, and influence stakeholders at all levels, including executive and C-level.
  
• Strong analytical skills with the ability to interpret data, identify trends, and adapt to changing market conditions.
  
• Capacity and willingness to gain a working understanding of integrations and systems.
  
• A proactive problem solver with a proven track record of finding creative client solutions.
  
• Experience in a consultative capacity, driving change and delivering client-focused solutions.
  
• Ability to manage multiple account projects simultaneously with strong attention to detail.
  
• Excellent listening, negotiation, and presentation skills.
  
• Strong verbal and written communication abilities.
  
• Consultancy experience is an advantage.
  
• Solid experience with CRM software (e.g. Salesforce, Zoho CRM, HubSpot).
  
• Experience working with hotels in an e-commerce environment and/or in hotel revenue management.
  
• Valid driving licence and access to a car.

Benefits

• Take Time Off: 24 paid days off annually for B2B contracts + local public holidays.
  
• Enjoy Work-Life Balance: Fully remote role with flexible working hours.
  
• Explore the World: Annual “Work with Us, Travel with Us” hotel vouchers.
  
• Grow Your Skills: English language classes along with a dedicated team development fund.
  
• Stay Healthy: Co-financed life and medical insurance, sports facility access, and mental health support.
  
• Share hospitality: extra paid CSR/volunteering days each year.
  
• Join Celebrations: Company retreats, events, wedding & baby packs, and referral program.
  
• Transparent Culture: Flat hierarchy and open communication channels.

About us

We're a global leader in hospitality software, founded in Poznań, Poland in 2008. We’ve grown to serve over 3,500 customers across five continents, helping hotels and resorts maximize their revenue and guest satisfaction.

We’re passionate about innovation and harnessing the latest technology - including AI-driven solutions - to empower hoteliers. Our award-winning SaaS platform and marketing services are designed to boost bookings, streamline operations, and deliver exceptional guest experiences. At Profitroom, we believe in pushing boundaries, embracing change, and shaping the future of hospitality through technology.